LightHub Direct Reviews 2,867

Reply from LightHub Direct

Jun 19, 2025

Hello Sameer,

Thank you for your feedback. We're sorry to hear that you're dissatisfied with your ongoing experience.

We’d like to address a few important points. Throughout this process, our team has made every effort to assist you and resolve the issue professionally. Unfortunately, some of the language used by you in previous correspondence has been abusive toward our staff. While we understand that frustration can arise when dealing with technical issues, we ask that all communication remain respectful so we can support you as effectively as possible.

Regarding the fault you’ve reported: a 50% failure rate is extremely unusual. These products are sold in the thousands and have an average fault rate of approximately 0.105% within the first year. That said, we always take fault reports seriously and try to guide customers through the warranty process to maximise the success rate of claims.

Our policy is to diagnose issues while the original items are still installed. This approach helps us identify any faults more accurately and, when necessary, send replacements without requiring items to be uninstalled and returned first—saving you time and effort.

The initial fault description provided - "3 lights fused in 2 months time. Not off in one day in 4 weeks time fused.” - did not offer enough detail for proper diagnosis. We asked for additional information, such as test meter readings or a fault report, to help us better understand the problem. You kindly shared an electrician’s report, but upon review by both us and the manufacturer, the panels were not specifically mentioned. The only reference to a panel product indicated it had been “disconnected,” which points to an installation issue rather than a product fault.

We remain committed to assisting you and welcome any further technical information that could help clarify the issue. Alternatively, we can collect the products for inspection if you prefer the manufacturer to confirm the issue themselves. However, we do ask that insults, accusations, and threats are left out of your correspondence with us going forward so that we can continue working towards a resolution in a constructive and respectful manner.

Best Regards,

Louise B

Reply from LightHub Direct

May 29, 2025

Good Afternoon Radoslav,

Thank you for taking the time to leave your review. I'm very sorry to hear about the delay with your DPD delivery.

Unfortunately, we’re not notified of individual parcel delays by the courier, so we are reliant on customers bringing these issues to our attention. You can contact us via email on help@lighthubdirect.com, via the live chat feature on our website, or via phone on 0330 133 1311.

We dispatched your order on-schedule, via a next day service, in good faith that you would receive your delivery on time. We share your frustration with the courier delay and sincerely apologise on behalf of DPD for the inconvenience caused.

As we hadn’t received a direct message from you previously, I’ve gone ahead and created a support ticket on your behalf. You should receive an email within the next 10 minutes—please check both your inbox and junk folder. The support ticket will offer several resolution options for you to choose from.

Our customer service team is available between 8am and 8pm and will be ready to assist you as soon as you respond.

We look forward to resolving this for you as quickly as possible.

Louise